Localphone Support » Billing & Account Support

What are Localphone Vouchers?

admin — Tue, 22 Jun 2010 11:15:01 +0000

Localphone Vouchers are a new way of passing on discounts and promotional sales on to our customers. As you maybe aware at Localphone we attempt to keep our prices as low as possible and pass on price reductions directly onto our customers.

This new Voucher feature is designed to help us pass on saving and reductions as smoothly as hassle free as possible.

At present this is a new feature and we currently do not have any promotions in circulation. If we do have any promotions or price drops to the destinations you call we will pass these on to you directly via email or promotional advertising.

Money has been taken from my account after order has been cancelled

admin — Tue, 22 Jun 2010 11:02:16 +0000

If an order is declined or cancelled money is not taken from your account by Localphone. What you are seeing is an authorisation or pending transaction. Please be aware it may take your card company 3 to 5 working days to clear the authorisation back into your bank account.

If you need further clarification of this please contact your credit card company/issuing bank

How will I be billed for my number?

admin — Thu, 10 Jun 2010 18:44:16 +0000

You will be asked to credit your account for the initial monthly rent and the connection fee.

After that you will be emailed to ask you to credit your account for the rental fee each month.

Are there hidden fees?

admin — Thu, 10 Jun 2010 18:33:52 +0000

Localphone do not have any hidden fees such as connection or maintenance charges.

Please note when you now place an order you can select if you want to INC or EXC VAT please select which you prefer so that if you wish the full amount will be added to your account.

If there is any other charge on your statement and you are outside of the UK this could be a charge made by your bank.

Some US banks, but not all, charge for overseas transactions, you will need to contact your bank about this issue.

My credit was declined but money taken from my account!

admin — Thu, 10 Jun 2010 18:28:07 +0000

No money has been taken from your account, what you are seeing is simply an authorisation, this was reversed when the payment was declined.

Please contact your bank if need further information, they will be able to confirm the money has not been taken. Please be aware it may take your card company a few days to clear the authorisation.

What will my phone provider charge?

admin — Thu, 10 Jun 2010 18:26:49 +0000

Localphone charge the international leg of the call at the rate stated on our site (this is why we assign you local numbers to bring down the cost) Your local phone provider will charge the remainder (from phone to local number) unless you have free minutes included in your package.

It could be worth altering your package, going on a contract or using land line for cheaper calls.

We recommend you contact your local phone provider to confirm the charge.

Do you charge tax/VAT?

admin — Thu, 10 Jun 2010 18:24:39 +0000

The price you see is the price Localphone charge all VAT and tax charges are included in the price.

I am in the US and have an added charge on my statement!

admin — Thu, 10 Jun 2010 18:23:41 +0000

The added charge on your credit card statement was not made by Localphone this is made by the US banks for an overseas charge.

We are not able to tell you this information in advance as it appears that these banks charge some customers but not others.

Again just to let you know it is not money that Localphone receives and in effect it costs us to receive your money so the banks are making twice from the transaction.

We do have the PayPal option at our checkout for customers who incur this charge.

How do I see my bonus credit for recommending a friend?

admin — Thu, 10 Jun 2010 18:18:39 +0000

Please click on the ‘history’ link in the grey band across your dashboard.

Then click the drop down arrow on ‘activity type’ then select ‘call funds’ to see funds increases.

Please note if you need to view funds in relation to funds increase then before clicking serch select 30/60 days to view or enter the dates into the boxes.

Bonus credit is shown on these pages each time your friend places an order, as long as they have input your details and have not placed an order using your card.

Why have I not received my credit for recommending a friend?

admin — Thu, 10 Jun 2010 18:16:13 +0000

This could mean your friend did not input your details on signing up therefore you were not credited.

Unfortunately this can not be changed retrospectivly as it is a system generated process.

Or as per the terms outlined on http://www.localphone.com/recommend#theSmallPrint we do not give the bonus credit when the order is placed with the recommender’s payment details, or with the payment details of another existing Localphone user.